Head of Lifecycle, Customer Experience

This is a fully remote position, open to applicants in United Kingdom, +3 more countries.

📋 Description

• Take charge of retention from start to finish across subscriptions, email and SMS communications, the post-purchase journey, and customer experience for both brands.

• Aim to reduce churn rates, enhance lifetime value, and elevate the overall customer experience.

• Manage subscription offers, frequency, bundles, the customer portal, and cancellation processes.

• Develop and test strategies for save offers, skip, swap, pause, and win-back flows.

• Oversee email and SMS strategies while coordinating the retention agency's calendar, workflows, targets, and outcomes.

• Create lifecycle journeys from the initial order to loyalty stages, including welcome messages, post-purchase interactions, replenishment, cross-selling, win-back efforts, and VIP communications.

• Enhance the entire post-purchase journey and initiate loyalty, referral, or VIP programs based on performance metrics.

• Lead the customer experience team and establish service policies that balance customer satisfaction with profitability.

• Provide monthly reports on cohort retention and lifetime value against targets, identifying key growth opportunities.

• Weekly reporting on subscribers, MRR, churn rates, and save rates by brand.

• Ensure the health and deliverability of the email list while planning sales and launch campaigns alongside growth and brand teams.

• Deliver at least one post-purchase enhancement each month.

• Manage the weekly CX KPI scorecard, which includes metrics such as CSAT, first response time, AI resolution rates, refund rates, and chargebacks.

• Foster an increase in four- and five-star reviews.

• Monitor cohort retention, repeat purchase rates, and lifetime value segmented by brand and channel.

• Conduct monthly retention reviews with the CEO and document retention strategies as standard operating procedures (SOPs).

⛳️ Requirements

• Position is fully remote, with candidates located outside the US.

• Proficient in English.

• 5-6+ years of experience in retention or lifecycle management within DTC brands.

• Have led retention initiatives at a subscription brand generating $30-50M+ annually, preferably in the nine-figure range.

• Proven experience in expanding a subscription program, encompassing churn reduction, saves, cohorts, and MRR growth.

• Familiarity with building email and SMS programs utilizing Klaviyo or similar platforms.

• Extensive hands-on experience with Klaviyo or a comparable tool, as well as Loop or a similar subscription management platform.

• Capability to analyze cohort data, lifetime value, and churn metrics effectively.

• Experience in testing offers, workflows, and save strategies.

• Background in leading a retention and customer experience team, including managing external agencies.

• Strong commercial acumen to safeguard margins and evaluate the costs of discounts or save offers.

• Customer-centric insight into the factors driving retention.

• Excellent cultural fit that aligns with the company’s values.

• Enthusiasm for helping the company scale and collaborating closely with the founder.

🏝️ Benefits

• Performance bonus ranging from 15-20% of the base salary after completing the trial period.

• 100% remote work flexibility.